Support | Talkswitch 48-CA/CVA, 24-CA guide

Problems that may occur with VoIP

I hear a re-order tone when I try to dial a VoIP location.

•Confirm the number dialed is actually part of the VoIP group (i.e. registered with the same proxy/registrar server as your TalkSwitch CVA, IP gateway or IP phone is registered with.

•Check that TalkSwitch has all proper settings in the IP configuration and VoIP configuration pages.

•Verify that the number you are dialing is registered with your TS proxy registrar. Go to System Information -> VoIP Configuration and click the View Registrar Entries button.

•Contact TalkSwitch for help at 888.332.9322.

Callers complain the sound is distorted or choppy.

•Your broadband connection may not have enough upstream bandwidth to support many simultaneous VoIP calls. Under Options -> Audio Controls, you may need to disable the G.711 and G.726 codecs and only use G.729.

•You may have too much data traffic on your Internet connection at the same time you are trying to make voice calls. We suggest that you use a router that supports QoS (Quality of Service) for VoIP.

When I call someone or they call me, voice is only heard in one direction.

•The cause of this problem is usually a result of a router being misconfigured with respect to port mappings. Ensure all required VoIP ports are mapped to your TalkSwitch unit. Also, ensure you use a static private IP address when connected to your router as this can also affect port mappings from the firewall/router.

•Use a router that supports the UPnP.

For more VoIP information, visit our support section at

www.talkswitch.com/support.

6.2SUPPORT

If you are having problems with the configuration or operation of TalkSwitch, please read this section. If you don’t find the solution to your problem here, check the FAQ section located in the support area at our website at http://www.talkswitch.com/support. Select your TalkSwitch model and click Continue.

If you require further assistance, do one of the following:

1.Contact your TalkSwitch dealer.

2.Contact our customer support department by e-mail: support@talkswitch.com.

T R O U B L E S H O O T I N G A N D S U P P O R T

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Talkswitch 48-CA/CVA, 24-CA manual Support, Callers complain the sound is distorted or choppy

Contents

Release Copyright Information TA B L E O F CO N T E N T S Talkswitch Configuration Using Talkswitch Receiving calls without the auto attendant Call Detail Record CDR Logging Troubleshooting and Support What you should know WHAT’S in this GUIDE? Connecting devices Single unit installationNetworked units installation VoIP installation Finding the Information YOU Need Where to go for further information Text elements Guide Conventions Talkswitch Package Contents TA L K S W I T CH Installation Unit Front Panel Configuration Software System RequirementsLight State Description Unit Back Panel TalkSwitch 24-CA Information, see 1.8.2 Connecting local extension Connecting devices to the music jack onInformation, see 1.8.4 Connecting to the PA public Connection on page 9, 1.9 Networking TalkSwitch units on Installing a memory card on Installing the Configuration SoftwareInstalling the software for the first time Upgrading the TalkSwitch software and firmware Check current version About TalkSwitch software version Download new software and firmware Click View System Information File Update Firmware Initial ConfigurationUpdating the firmware Ethernet connection Connect Talkswitch to a Network or a PC Ethernet connection USB Connection USB connection Serial connection Serial connection Internet connection Internet connection Click Connect File connection Wiring Connecting DevicesRestore Firmware button Things to consider when placing your TalkSwitch Connecting local extension telephones and other devices Connecting incoming telephone lines Connecting a regular dual-line telephone Connecting a regular single-line telephone Connecting an IP phone Connecting regular multi-line phonesAttach an internal or an external modem Option 1 Dedicated Fax Line Connecting fax machinesOption 2 Distinctive Ring Option 3 Automatic fax detection via the auto attendant Here’s how the TalkSwitch handles incoming calls Connecting TalkSwitch units to a LAN Networking Talkswitch Units on a LANConnecting devices to the music jack Connecting to the PA public address jack Power up all the TalkSwitch units Ethernet switch How unit IDs affect system extension numbers Setting or changing the unit IDKeys Result Unit ID Keep track of the lines and extensions Auto attendants Configuration settingsOptimizing the system for networked use Outgoing line hunt groups Memory card Installing a Memory Card Diagnostics for the lights flashing on the unit front panel Upgrading Talkswitch UnitsWhat the Flashing Lights Mean Verifying the Connections Configuration screen System Configuration File Menu TalkSwitchExit Closes the configuration software Settings Usage InstalledTools Menu Help Menu Information Configuration navigationAbout System Configuration navigation See 2.5 Call Back/Call Feature DescriptionSee 2.4.2 Auto See 2.2.10 On-Hold Call Detail Record CDR Logging on AdministrationClick the next to System Information Administration System Information To change the password To enter a new passwordTo delete a password Click the next to System Information -IP Configuration IP Configuration Automatic IP configuration Current public WAN IP address Public WAN IP Address Click System Information Telephone Lines Telephone LinesPublic WAN IP address-checker server name Fully Qualified Domain Name Way Calling/Conference Phone numbers section Calibrate Lines button Line hunt groups Select System Information -Line Hunt Groups Hunt group configuration Planning Automatic Route Selection and Toll Restriction What is Automatic Route Selection ARS?What is Toll Restriction? Automatic Route Selection and Toll Restriction ARS leading digits Information Auto Route Selection Examples of leading digits Direct Line Access Set local extension hunt group access Telephone Line 3-Way Calling Services Emergency Service Numbers sectionPassword Protection Information Administration Distinctive Ring fax detection Restrict access to premium servicesFax information Dedicated fax line Automatic fax detection with the auto attendant Dedicated fax lineSelect System Information -Fax Information Fax information System Information Telephone Lines Select System Information -Telephone Lines Distinctive ring fax detection Click Fax Information Automatic fax detectionSelect Call Handling -Auto Attendant Fax routing Local extensions Last name/First name Configuring a local extension for use with a IP phoneSelect System Information -Local Extensions Additional fields Caller ID Information section Phone Type For VoIP calls, use this number Direct Line Access... button Supported by TalkSwitch Remote extensions Hunt Group Access... buttonSelect System Information -Remote Extensions Remote extensions Use Same Line Connect Transferring calls from a remote extension Forwarding calls to a remote extension Select System Information -Extension Ring Groups Ring groups featuresSetting up extension ring groups Extension ring groups Identify types of calls by different ring patterns Different uses for extension ring groups External audio source On-Hold/RingbackForwarding calls to a ring group Music port Select System Information On-Hold/Ringback Internal audio file On-Hold Settings Transfer Settings Set the volume for Music on Hold Mailbox options Voicemail Dialed notification Voicemail notificationRemote Phone Dialed Notification Notification Settings button Dial notification phone number using Configure Notification Options buttonIf attempt unsuccessful, try again Mail notification Message waiting lightClick on the Message Waiting Light tab Mail notification tab Click on the E-mail Notification tab To remove an e-mail address To add an e-mail addressExample of an e-mail notification To modify an e-mail address Select Voicemail Global Settings Global Settings More e-mail settings Voicemail manager Global Message Waiting Indicator Mailbox data Reset Mailboxes button Modes Call HandlingSelect Call Handling Modes Click Settings To set holiday mode Auto attendant Adding/configuring an auto attendant Configuring auto attendant Record Instructions button Record, play or erase auto attendant messages Erase Instructions button Load Auto Attendant button If the caller selects 0 then Select routing options for each auto attendantView Auto Attendant Time Usage Tools Memory Usage Auto Attendant If a fax call is detected then English, 2 for Spanish. In this example, you If 7 is dialed Additional features at the auto attendantNo selection was made at the auto attendant If 6 is dialed Select Call Handling -Telephone Lines Configure incoming calls during mode 1, 2 and holiday modeSelect Business Hours Go to voice mailbox Adjust Sequence... button Play auto attendant or Go to voice mailbox VoIP Numbers Local extensions Call CascadeSelect Call Handling Local Extensions Busy tab Busy No Answer Answered Do Not Disturb Answered tab No Answer tab Remote extension call cascade Remote extensions L K S W I T C H US E R G U I D E N O R T H a M E R I C a Extension ring group call cascade Extension ring groups call cascade Hang up Go to VoIP location Go to auto attendant Queue at ring group Screening calls from a remote extension Call cascade examplesIf my extension is busy If I am away from my desk How it works Call BACK/CALL BridgeIf I don’t want to be disturbed only local extensions Two call back methods Select Call Back/Call Bridge Auto Call Back Auto call back Use Announced Message Configuring auto call back Select Call Back/Call Bridge Prompted Call Back Prompted call back Call bridge Accessing and using prompted call back from a telephone Activating call bridge Permissions OptionsTo add permissions for users Select Options Permissions Select the user and click Modify Line Controls Audio ControlsExtension Controls Transferring from a home phone Transfer Options Remote transfer Transfer and clear If being used with another PBX PBX extension length MiscellaneousCaller in queue reminder Call Back ring return Setting up TalkSwitch behind an existing PBX SIP Server Registration TroubleshootingOther options include Auto Attendant Transfer Prompts Way Calling wait time Auto Attendant AdjustmentsTransmitted Flash length Double Flash time Minimum required time to detect a Dtmf digit Troubleshooting AdvancedAuto Route Selection Dtmf Detection Ringback Control Line CPC/Disconnect ClearFax Detection Starting RTP Port VoIP Ports IP Signalling Port I N G TA L K S W I T CH Receiving calls using the auto attendant Receiving calls without the auto attendant Office Making and Receiving Calls Using AN Analog Phone Place out-of-office calls from a local extension Receiving calls at a local extensionRestrictions Place calls on hold Placing calls on hold at a local extensionTransferring calls from an extension Unscreened transfer Unscreened Transfer Screened transfer Screened Transfer Parking and retrieving calls at a local extensionParking a call Retrieving a parked call at another local extension Queuing and retrieving callers Using call park with the paging optionQueuing calls to a single extension Queuing callers to an extension ring group Using call waiting Conference calling Two local TalkSwitch extensions and one outside callerTwo outside callers and one local extension Making calls from a local IP extension IP phone Office Making and Receiving Calls Using AN IP Phone Receiving calls at a local IP extension Hold Hold and transfer Transfer from a IP extension to any outside number Parking a caller Call park Parking and retrieving callersRetrieving a parked call Conference calling with TalkSwitch Using the TalkSwitch call waiting featureTwo TalkSwitch local extensions and one outside caller Making and Receiving Calls Using Voip Transferring calls on parallel-connected phones Modems and Telephone Line Access Conditional call forwarding Three ways to forward callsAutomatic call forwarding Manual call forwarding Screening options for forwarded calls Transferring calls from a remote extensionForwarding calls with screening Making calls Calls over VoIP with IP phones and Gateways Activating voicemail boxes Using the Voicemail SystemReceiving calls Press Transfer or xfer Retrieving messages and accessing a voice mailbox Press 2 to change greeting options Press 1 to listen to messages Press 3 to change personal options Recording an announcement on a regular or an IP phonePress 4 to record your name for the dial-by-name directory Pager and cell phone notification Music on HoldMusic on hold and call forwarding to remote extensions Manual mode switching Mode Switching OptionsAutomatic mode switching using the time scheduler Bridge session, press # # before hanging up Using call bridge Activate call back Using call back Accepting the call back Enabling Call Detail Record CDR Logging CA L L D E T a I L RE CO RD C D R LO G G I N G File Save to TalkSwitch Web interface Store to File on TalkSwitchRetrieving Data Log in window CDR web interface Serial interface Real-time to Serial Port Click on Transfer Capture Text Connecting Analyzing the Data IP phone press * * , then dial * 88 + Account Number Example Introduction to Voip VO I P I N F O R M a T I O N Broadband connection Optimizing Your IP Network for VoipRouter/NAT/firewall Confirm sufficient network capacity for VoIP Connecting to a LAN and IP network UDP Confirm router/firewall path for voice data Ddns Support Setting UP a Voip NetworkConnect TalkSwitch or SIP-compatible gateways Prioritize your voice traffic Which location and unit should be the SIP server? Select which TalkSwitch to use as the SIP network server Assign phone numbers to each VoIP location TalkSwitch System Configuration window, select Voip ConfigurationConfigure TalkSwitch IP addresses Set the TalkSwitch local IP address Local IP configuration Set the TalkSwitch public IP address TalkSwitch Profile Configure TalkSwitch ProfileSelect System Information VoIP Configuration Registrar Server Name Proxy Server Name Outbound Proxy User Name and Password section User/AccountPassword VoIP lines available for use with the TalkSwitch network Codec Options button Maximum number of VoIP lines for outgoing callsView Registrar Entries button View Registration Status button Service Provider profile Service Provider profile Service Provider Name VoIP Lines System Information VoIP Numbers Assign VoIP phone numbers Call Handling VoIP Numbers Configure call handling for VoIP numbers System Information -VoIP Numbers Assign service provider phone numbers Does a VoIP call sound like a regular phone call? How does VoIP work?High-speed connections on both ends of the call Format Type Unit What is SIP?Choose the right codec for your location Can a firewall prevent VoIP calls from passing through? Can a VPN help to carry data securely over the Internet? What is a VPN? What is a IP Proxy and Registrar? What is NAT and how does it affect VoIP? How often will my public IP address change? What is a port number? Voip Network Administration Form Am unable to configure TalkSwitch using a touchtone phone TroubleshootingProblems that may occur during configuration Am not able to retrieve settings from TalkSwitch Auto attendant message is broken up or very faint Problems that may occur while using the TalkSwitch featuresAuto attendant does not play when calls come Auto attendant Auto attendant is transferring calls to the wrong extension Callers hear only silence when put on hold at an extensionMusic on hold Call routing with local extensions and home phones Answering and fax machines Other possible local extension problems’m unable to place intercom calls from a local extension Multiple TalkSwitch units connected to the same LAN Calls are not always reaching my voicemail Calls across the LAN are lower in volume Callers complain the sound is distorted or choppy Support L K S W I T C H US E R G U I D E N O R T H a M E RI CA Extension numbers Unit About functions and commandsOther 3-digit numbers Flash/Hold There are 10 parking spots for the entire system Flash/Hold at 500-509 510For last call 3, 4 Functions you can access from outside phonesKeys Function performed 300-309 P E N D I X B L K S W I T C H U S E R G U I D E N O R T H a M E R I C a Call Hold and Flash When would you use double-flash?What does single and double-flash do? Page Calling features TalkSwitch settings and configurationsMode scheduling and power interruptions Page F E T Y a N D RE G U L a T O R Y I N F O R M a T I O N Safety precautions FCC Part Important Notices FCC and IC Warnings Acta TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Service P E N D I X E DOC Compliance Warranty Service If purchased from a reseller If purchased from TalkSwitchCanadian Goods Being Returned to Canada Page System 24-CA 48-CA 48-CVA Specification S Analog trunks Dimensions H x W x LWeight 24-CA 48-CA Analog extension interface CO P Y R I G H T a N D L I CE N S I N G N O T I CE S L K S W I T C H U S E R G U I D E N O R T H a M E R I C a P E N D I X G Page M E / O F F I CE W I R I N G G U I D E Basic residential phone wiring Looped wiring Dual-line wiring Single-line wiringDemarcation Point Disadvantages Connecting to TalkSwitch rear panel Using a dual-line phone jack Re-wiring demarcation point Adding extension block From demarcation point Connecting to TalkSwitch L K S W I T C H U S E R G U I D E N O R T H a M E R I C a Call back Star/asterisk sign# Number/pound sign Way calling/conference call Communications software ConnectorCentrex/Plexar COM port Extension Distinctive ringDriver Dual-line telephone Interface Keypad commandsIcon Intercom Modem Line 1, 2, 3, orLink button Local extension RJ-11 PromptRegistered jacks Remote extension UPnP SIP serverSerial port Terminal adapterPage D E L K S W I T C H U S E R G U I D E N O R T H a M E R I C a D E